Serta, Inc.

I have checked with Sales support for Serta.com sales and they do not have a file of you calling regarding a complaint with order *** and pricing. A representative from the sales team will be in contact with you to discuss your complaint

We apologize and will investigate why you felt that the group you spoke to were rude; that will not be toleratedI will advise this groups manager and you will receive a call to discussthank you

I also expect better quality from SERTA,
*** did not make the mattress, this is a defect in this mattress this is my second one and there are numerous complaints on the web about this mattress and air pockets with lumps and waves formingI expect you SERTA to also help in this matter as soon as possibleYou need to contact *** at the *** store.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Sarah ***

After several escalted calls to our 3rd party delivery company I was advised the old mattress would be picked up on 1/18/16. I left a voicemail with Mr*** to confirm

Our customer was contacted on 8/12/16. An email was just sent to him to resolve his complaint

I have reviewed the customers email and listened to the recorded conversation. Our Customer service representative did not answer the consumers specific questions. The Serta Limited warranty offers a comparable replacement for defective productThe consumer explained that he
did not want his replacement to be an all foam mattress, that since his mattress was found to be defective he did not want to take another chance on the same type of productDuring a warranty replacement, if the consumer selects another type of mattress at a higher price it will be up to the customer to pay the difference. I apologize to our customer for not offering this information when he called Serta.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

I apologize for the delay in answering this complaint. I reviewed Serta's warranty claim for this customer * ***, and found that we sent an letter to our warranty customer offering a replacement mattress. We will follow up today to confirm the letter was received

The Serta Limited warranty offers to replace a mattress and or foundation (after evaluated) if found to have manufacturing defects as outlined in the warrantyInspection fee and delivery fee are not covered and stated in the warranty in several placesThe warranty was attached to
the mattress at delivery and a copy of the warranty is available on Serta.comDelivery fee will not be waivedIf interested in a replacement please mail in the required information including delivery fee

Complaint: ***
I am rejecting this response because: Most mattress companies will take back mattresses with sweat stains, because that is wear and tear I have called different companies, and they have all said the same thing One company even laughed on the phone when I told them you guys would not take back the mattress, because it has sweat stains on them I was never told I needed to buy a mattress cover to protect the warranty Are you guys reselling defective mattresses after a customer does a warranty exchange? What is the valid reason you guys will not take back the mattress? The mattress has lumps in it, and is hurting my back I want someone from the corporate office to call me
Sincerely,
Blake ***

We reached out to your retailer who advised they will start the warranty process and ask you to send photos of the mattress

Serta customer service will be in contact with you to discuss furtherWe will do our best to understand the condition of the newly delivered mattress and do our best to find a resolution. If you decide to reach out to us at *** please refer to your record number
*** there are notes in the record of what needs to be discussedThank you for your patience

A representative from Serta for *** *** will contact you directly to discuss the details of this offerThanks for your patience.

Mattress manufacturers/retailers measure for sagging or impressions without weight added to the mattressThe defect would be if the foam layers do not recover to the expected shape after useThe retailer has advised Serta that the mattress was inspected on November 21, and no manufacturing defects were foundThe mattress will not be replaced at this time.

Complaint: ***
I am rejecting this response because: The point of my complaint is not in regards to when I receive my mattress (Which I have received at this point)The point of my complaint is that it took Serta two months to honor their warrantyThey were aware their product was faulty and causing painI believe they acted in bad faithI believe they are doing this to many other peopleWhat if I was a year old man that didn't know how to seek help from the Revdex.com? How many other people are they forcing to sleep in faulty beds because they don't want to honor their warranty? The amount of hoops and begging I had to do is not something a person would want/should have to go throughMy point is that it's dangerous for Serta to make people sleep on a mattress that's faulty for TWO MONTHSDANGEROUSThere is nothing more I want from SertaI just want to make the Revdex.com aware, and therefore responsible, that Serta is hurting their customers on purposeI strongly suggest a review into this companies policies and practices.
Sincerely,
*** ***

We have forwarded this information in this complaint to the Serta Sales Representative of this retailerWe apologize for the delay in getting your mattress evaluated for manufacturers defectsI expect our customer will receive a call in the next day or two to discuss next steps

Direct Sales support advised that they emailed the refund request link to the customer with NO Fees on 9/18/ The customer still has not accepted the full refundI resent the link to the customer this morning since it's been more than daysPlease contact Direct Sales with any questions
regarding this order cancellation and refund at ***

I apologize for the delay of the inspector calling *** ***Per *** *** this consumer was contacted and the inspection is scheduled for Saturday Feb 13th

We apologize for any delay in communication. The manager from Serta Direct will be in contact with this afternoon or tomorrow to discuss